Experience

CapitalTek

• Canada
• IT Services and IT Consulting
• 1 - 100 Employee

• Onsite Computer System Technician

  • Jul 2023 - Present

  Ottawa, Ontario, Canada



LimeSpot

• Canada
• Software Development
• 1 - 100 Employee

• Customer Support Team Lead

  • Feb 2023 - Jul 2023

  Canada

• Customer Success Specialist

  • Jun 2018 - Feb 2023



Atos

• France
• IT Services and IT Consulting
• 700 & Above Employee

• SYSTEM LEAD TECHNICIAN

  • May 2015 - Jun 2018

  7th Floor One E-com Bldg. Mall of Asia Complex, Pasay City Philippines 1700 • Employee of the year award (2015) • Consistent employee of the month ( reliability, productivity, resolution reach 104.8% MTD) • Resolve all technical issues via remote (Windows, Mac) • Configure and troubleshoot laptop and desktop computers • Troubleshoot MS Outlook issues • Ticketing tool ( Service now, Bmc Remedy, Hp Service center) • Remote tool (Rts, Log me in) • Software Certification • Virtual PC creation and troubleshooting



ACS, A Xerox Company

• Service Desk Analyst

  • Jun 2014 - Feb 2015

  10thFlr. AseanaOneBldg Paranaque city • Providing technical support over the phone to all IT users. • Handling incoming incidents via the phone / e-mail promptly and effectively. • Diagnosing and resolving a wide range of technical issues over the phone. • Take ownership of a call and seeing it through to closure. • Escalating calls and issues where necessary to senior managers & team leaders. • Investigating and implementing ways of reducing calls to the Help Desk. • Ensuring that all call details are… Show more • Providing technical support over the phone to all IT users. • Handling incoming incidents via the phone / e-mail promptly and effectively. • Diagnosing and resolving a wide range of technical issues over the phone. • Take ownership of a call and seeing it through to closure. • Escalating calls and issues where necessary to senior managers & team leaders. • Investigating and implementing ways of reducing calls to the Help Desk. • Ensuring that all call details are captured and entered in the logging software. • Updating support documentation. • Answering & responding to all calls & requests within agreed time scales. • Keeping customers updated as to progress. Provide troubleshooting and configuration support for client desktop and networking environment. • Provide support for 2 accounts (Aetna and Coventry) more than 1000 applications Show less



Tech-Support Global

• Level 2 Technical Support

  • Jan 2012 - Jul 2012

  U306-307 3/f 3 Antonio Center, Prime St. Madrigal Business Park 2, Alabang, Munt Provides Comprehensive technical support and advance troubleshooting steps in all computer- related issues such as email, virus removal, printer setup, phone and tablet. • Provide Support to all Brands of computer (Dell, Hp, Lenovo, Acer. Apple, Asus. Toshiba, Samsung) Windows 7, Windows Vista, Windows XP, Mac • Computer Security Firewall Setup, Antivirus application Installation, Virus, Spyware, Adware removal • Computer Optimization Computer Processing Speed… Show more Provides Comprehensive technical support and advance troubleshooting steps in all computer- related issues such as email, virus removal, printer setup, phone and tablet. • Provide Support to all Brands of computer (Dell, Hp, Lenovo, Acer. Apple, Asus. Toshiba, Samsung) Windows 7, Windows Vista, Windows XP, Mac • Computer Security Firewall Setup, Antivirus application Installation, Virus, Spyware, Adware removal • Computer Optimization Computer Processing Speed Enhancement, Repair of Registry errors • E-mail E-mail client configuration, setup of free e-mail accounts, troubleshooting and fixing e-mail related technical issues • Peripherals Printer setup, configuration and t/s, Portable Media Player (iTunes), music and movie file transfer, CD/DVD setup and configuration, assistance with burning/creating CD and DVD • Software Setup Software Download assistance, Software recommendation, Software installation, configuration and troubleshooting • Provide support to all android mobile phone and IOS Show less



TELETECH (HP LAPTOP SUPPORT)

• Level 2 Tech Support

  • May 2008 - Nov 2010

  4THFlr SM BacoorHabay, Cavite Provides support to L1 agents in order to resolve notebook pc issues like no boot, no display, wired and wireless connection, cd /dvd not working, sound issue, keyboard and touchpad issues, pc performance, etc. Work also includes Sup Calls and Escalations, coachingof agents in order to calibrate technical knowledge and good customer service. I was a top agent for 9 straight months of taking in calls before getting promoted as level 2. I was able to get 100% CSAT on these months. Manage… Show more Provides support to L1 agents in order to resolve notebook pc issues like no boot, no display, wired and wireless connection, cd /dvd not working, sound issue, keyboard and touchpad issues, pc performance, etc. Work also includes Sup Calls and Escalations, coachingof agents in order to calibrate technical knowledge and good customer service. I was a top agent for 9 straight months of taking in calls before getting promoted as level 2. I was able to get 100% CSAT on these months. Manage different teams to improve level of service. These include: • Developed coaching technique in order to improve level of service • Reported regularly to immediate superiors on a weekly basis regarding Team Stats • Assessed quality of call through group reviews and evaluation • Work also involves lot of data analysis and creation of various reports and metrics on every team I handled Show less



TELEPERFORMANCE (SPRINT AND VERIZON ACCOUNT)

• Customer Service Representative

  • Sep 2007 - Mar 2008

  14thFlr. Octagon Bldg san Miguel ave, Ortigas Center 1605 Pasig City, Philippine Responsible in resolving customer issue such as billing dispute, device troubleshooting, customer inquiry, Provide contextual offers to customers (up selling)